Our Mission To create a call center environment and culture that allows our agents and management team to passionately represent our clients' brands. Customer service is dedicated to providing “first-class customer service” by identifying problems, actions, and responsibility for the continuous improvement process. A statement of objectives, in the right hands, has great value. It provides a genuine approach for every person in the organization. A fully developed mission statement (frankly, the only one that adds value) describes the who, the how, the what and the when in a way that provides focus to each individual in that company.
That's why a proper mission statement has value. Show that you believe in going beyond simple rhetoric by providing a hook on which to hang your corporate hat. In any organization that I have been a part of, mission statements and core values indicate “who you are” and let others know that you are holding yourself, your department and others responsible for your commitment to the external and internal customer. The mission statement defines the purpose and main objectives of the organization. Explain why the organization exists and what it intends to achieve in the present.
Change lives and provide excellent service. Take advantage of Mexico's talented workforce to serve our clients, impacting communities across the country, backed by first-class technologies. If your leadership team can't explain a KPI, how are agents going to trust the leadership team? Without organizational trust, how will communication be achieved? If you don't dedicate yourself to communication, what do you do? A call center's mission statement is a fundamental part of your business. It can guide your company in every aspect, from hiring decisions to the way you interact with customers.
But unfortunately, many call centers struggle to create an effective mission statement. A company's mission statement is a fundamental part of any business, including the fundamental elements of a call center business plan. In addition, an excellent mission statement will inspire employees and clarify what the company is trying to achieve, and will serve as a cornerstone to shape the strategic direction outlined in the business plan. Before delving into how to write a mission statement for a call center, it's critical to understand the difference between a mission statement and a vision statement. A mission statement is a brief description of what your company does and why it exists. A vision statement is a more ambitious description of what you hope to achieve in the future.
Now that we've covered the basics, consider four key elements that make for an excellent mission statement for a call center. The first element of a great goal statement is purpose. Your mission statement should explain why your call center exists and what you hope to achieve. It must be clear and concise. For example, the mission statement of the Salesforce call center is “to be the best customer company in the world.” This statement is clear and to the point, and explains what the call center hopes to achieve.
The second element of a great mission statement is the company's capacity. This is your chance to describe what your call center does and what makes it unique. What services do you offer? What sets it apart from other call centers? For example, Zendesk's call center mission statement is to “provide businesses with excellent customer service.” This statement explains exactly what the call center does and how it does it. The third element of a great mission statement is inspiration. Your mission statement should inspire employees and customers to take action. It should be motivating and ambitious without being unrealistic.
For example, the mission statement of the Twilio call center is to “drive the future of communications.” This statement is ambitious and inspires employees and customers to be part of the call center's mission. The fourth and final element of a great mission statement is clarity. Your mission statement should be clear and easy to understand. It should be free of jargon or technical terms.
For example, Amazon's call center mission statement is “to be the most customer-centric company in the world”. This statement is clear and concise, and explains exactly what the call center does. Now that we've looked at the key elements of a great goal statement for a call center, let's look at some examples from other companies. The mission statement is a fundamental part of your call center business.
However, many call centers struggle to create an effective mission statement. The mission of Southwest Call Center is to provide a higher level of customer service to our customers while ensuring personalized attention to their communication needs. From this example, let's look at four problems related to the lack of a mission and purpose in the spotlight, and look at some quick solutions. For example, Zendesk's call center goal statement is to “empower companies with excellent customer service.” Therefore, they must understand the purpose and mission of the contact center, and this principle applies to all organizations. Any action to improve communication is the mission of the contact center to fulfill its essential purpose of being the communication tool between the customer and the company.
Clarifying the purpose and mission of the contact center lays the foundation for measuring leaders and then measuring agent performance. All of this is because knowledge isn't being shared properly, easily, or systematically enough to fulfill the call center's mission. Therefore, the mission of the call center is to facilitate communication, whether through instant messaging, voice calls, email, smoke signals, traffic lights, etc.
